Staff Specialist Technical Support Analyst

Basic Information

Country:

Canada

State:

British Columbia

City:

CAN Vancouver

Date published:

01-May-2019

Job ID:

25536

Description and Requirements

Responsibilities

  • Provides courteous, efficient, and professional technical support by phone and email to customers across a broad range of industries.
  • Works beyond routine tasks, utilizing increasingly specialized knowledge of relevant BMC technologies.
  • Exercises systematic proficiency in some specialized skills which display depth and breadth within a single BMC application OR several BMC applications/technologies.
  • Troubleshoots intermediate to advanced problems and recommends appropriate actions.
  • Uses professional concepts and company policies and procedures to solve a wide range of difficult problems in imaginative and practical ways.
  • Provides support case follow-up until resolution, ensuring proper escalation procedures are followed for unresolved issues.
  • Manages customer expectations and competing priorities.
  • Conducts research on customer incidents to help create Knowledge Articles, reusable solutions, and other duties as assigned.
  • Uses written communication skills to update case documentation as well as using, modifying and creating knowledge base articles.
  • Escalates issues and works directly with Research and Development to resolve complex support problems.
  • May work on customer support related projects as assigned.
  • Periodic weekend work required.

Supervision and interaction

  • Will begin to develop some supervisory capabilities.
  • Fully contributing team member working under broad supervision.
  • Works with more senior colleagues to gain more technical knowledge and business-context awareness.

Behaviour, skills, experience

  • 5+ years of related experience supporting software products, ideally in a software company environment, with demonstrable knowledge of support processes and procedures, as well as a proven ability to describe and practical solutions to technical support problems.
  • Strong technical knowledge of Remedy ITSM and SRM, DWP and SmartIT
  • Strong technical knowledge of Remedy upgrades, including using DDM
  • Highly motivated, independent and flexible, with strong team-directed abilities and a collaborative attitude.
  • Ideally, exposure to the installation, configuration, administration and troubleshooting, or otherwise advanced use of, relevant BMC products.
  • The Ability to duplicate a customer's specific software error in order to define the cause.
  • Experience debugging with software development tools.
  • Strong verbal and written communication skills (English, with the possibility of other languages) and the ability to interpret and answer complex technical questions, provide customer follow-up and contribute to knowledge base content.

*LI-BS1

It is the policy of BMC Software to afford equal opportunity for employment to all individuals regardless of race, color, age, national origin, physical or mental disability, history of disability, ancestry, citizenship status, political affiliation, religion, gender, transgender, gender identity, gender expression, marital status, status as a parent, sexual orientation, veteran status, genetic information or other factors prohibited by law, and to prohibit harassment or retaliation based on any of these factors.